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Terms and conditions

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Booking Terms and Conditions – valid from March 29, 2023 for Explore Bosnia – Istraži Bosnu


INTRODUCTION: This website is provided to assist customers in gathering travel information or otherwise transacting business and for no other purpose. The terms “we”, “us”, “our”,  refer to  Explore Bosnia-Istrazi Bosnu partnership. The term “you” or “customer” refers to the customer. You may be using this website or working with our Travel Experts (“Agents”) utilizing a variety of communication tools or working with a travel agent who is booking through us in their capacity as your agent.

By using this website and/or working with us directly, you agree to be bound by these terms and conditions (the “Agreement”). Please read the Agreement carefully. If you do not accept the Agreement in full, do not book with us. We reserve the right at any time, in our sole discretion, to change or otherwise modify the Agreement without prior notice, and your continued access to and use of our services signifies your acceptance of the updated or modified Agreement. Such modification will be made on our website, https://explore-bosnia.com and/or the customer will be directly notified.

The tour packages (the “Package” or “Packages”) designed by our Agents or on the  https://explore-bosnia.com website are developed by Explore-Bosnia.com Rules for payment, changes, cancellation, and changes are specified herein and/or in your confirmation materials. Our responsibility is to provide the customer’s travel arrangements. Adequate and valid travel insurance is strongly recommended for all our travelers. We recommend you take out insurance as soon as your booking is confirmed.

Your purchase does not automatically guarantee a reservation. Your purchase will be confirmed via email within two business days. The cancellation fee policy will take effect once you submit your reservation. If your purchase cannot be confirmed for any reason, we will fully refund your purchase without any additional charges. We recommend each customer read and review the cancellation policy and consider purchasing a travel insurance policy.

  1. Your tour booking.

A booking will exist as soon as we issue our booking confirmation (the “Booking Confirmation”). This booking is made on the terms of these booking conditions. The person making the booking must be 18 years old or over. We may transfer your booking to another company in our group, but this will have no effect on your holiday tour arrangements.

When you receive the Booking Confirmation and your travel documents, please check the details carefully and inform us immediately if anything is incorrect. Names on travel documents must exactly match those on your passports. Unless we are responsible for the mistake, we will not accept liability if an airline or other supplier refuses boarding because the name(s) shown in your passport differ from those on your ticket. If there is an obvious error on the Booking Confirmation, we reserve the right to correct it as soon as we become aware of it, but will do this within 7 days of issuing the Booking Confirmation or, if your departure is within 7 days, no later than 24 hours before you go. Travel documents will be sent or emailed to you to the address given to us at the time of booking) approximately 2-3 weeks before your departure, and will not be issued unless payment of the due balance has been received.

We may not be able to confirm some of our ground arrangements straight away (e.g. bespoke accommodation, tours etc.). In these instances, we may issue a Booking Confirmation. However, a contract for arrangements that have not been confirmed on that Booking Confirmation will only be made when we have sent you written confirmation that those additional arrangements have been completed. If there is any change to any of the details discussed at the time of booking, before the Booking Confirmation is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any). If any detail on the Booking Confirmation is not correct tell us or your travel agent immediately.

For those tour packages where additional local payment is required, this will be confirmed with you. A local payment is a portion of the holiday cost that must be paid directly to the local representative as instructed. If the price of your holiday includes a local payment this must be paid in the currency specified. Please note that your holiday price will not be considered to have been paid in full until the local payment has been made. Tourist taxes, resort fees, or similar that are charged locally may be implemented or changed without prior warning. We do not accept responsibility for these costs, which must be paid by you and are not included in your holiday price.

All clients are expected to satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen holiday as described in the trip notes applicable to your relevant tour (the “Trip Notes”). By booking an  Explore Bosnia -Istraži Bosnu tour you acknowledge that this is an active holiday that may test your physical ability and may consist of strenuous and demanding activities. You are therefore responsible for ensuring you are aware of the nature of the associated activities and physical requirements before you book. By confirming your booking you acknowledge that you have the appropriate levels of ability, fitness, and good health to safely participate in the tour. Your personal safety is of paramount importance to us and therefore it is imperative that you advise us at the time of booking of any condition, medical or otherwise, that might affect the enjoyment of the trip. This should include, but not be limited to, any special dietary requirements (including, for example, allergies) and any reduced mobility affecting your booking. Please contact us by email at https://explore-bosnia.com to discuss any such requirements.

It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter-terrorism. This is known as Passenger Name Records (PNR) or Advanced Passenger Information, sometimes known as APIS. The information you must provide will include, but not be limited to, full name – as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night’s stay. You must provide this information to the airline between 6 months and 24 hours before departure.

All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. In the unlikely event of an administrative error leading to an incorrect price being displayed, we reserve the right to correct it (including after a booking has been confirmed). Offers are not combinable unless expressly stated and may be withdrawn at any time. All quotations are provisional until confirmed in writing on your Booking Confirmation. Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any supplements, upgrades or additional facilities which you have requested.

No unaccompanied minors (those under 18 years of age) can be accepted, however (a) minors aged between 9 -17 years may accompany their parents or legal guardian on tours designated as family adventures.  The trip notes for our family adventures provide more information about the ages which the trip is considered suitable for.  (b) older teenagers may be allowed to join group tours provided they are accompanied by a parent or guardian who accepts full responsibility for them. (c) minors aged between 10 and 17 may accompany their parents on certain tours designated as family tours.

Tours designated as family adventures are available only to those parties traveling with at least one child under the age of 18 at the time of travel.

Dates and itineraries shown for tours departing after 1 January 2023 are indicative only and subject to change.

In some cases, Explore Bosnia – Istraži Bosnu may require particular clients to purchase a single supplement in order to travel.  If this applies, you will be advised of this during the booking process.

  1. Paying for Your Tour Package and Insurance

When you make your booking you must pay a deposit of at least 30% per person of your selected travel arrangements. The balance of the price of your travel arrangements must be paid at least 60 days before your departure date. In certain cases, we may request full payment more than 60 days before departure where, for example, airlines require full payment on booking. If the deposit and/or balance is not paid in time, we shall cancel your travel arrangements. If the balance is not paid in time we shall retain your deposit.

Any monies paid by a customer to the group leader/school are held by them solely as agents of the customer until such time the company has received that money. Once we receive a non-refundable deposit, for any land-only packages, we can guarantee the cost of the tour and no changes will be made from confirmation to departure. Once we receive a non-refundable deposit, for any flight-inclusive packages, we can guarantee the cost of the tour once exact flight schedules and pricing become available 10 months prior to travel. After this time no changes will be made from confirmation to departure. We will provide a price guarantee regardless of exchange rate fluctuations, airline fare changes, and supplier increases. The price guarantee will only be subject to change if requests to change tour arrangements (including changes to the itinerary, guest numbers, and any other change requests) are made by the booking owner.

To confirm a booking you will be required to pay 30% of your tour package price as a non-refundable deposit.

Full payment will be required 60 days prior to departure along with a completed passenger names list as per passports.

If the tour departure date is within 60 days of booking, full payment is required to confirm along with a passenger names list as per passports.

All payments and final details forms must be received by the company by the due dates stated in your payment plan as above. The company reserves the right to make an administration charge should final details and payment not be received.

If the company does not receive deposits and/or the full payment amount on the due dates your booking will be canceled and you will lose any deposits already paid.

Please note for certain travel arrangements e.g., peak season travel or certain flights included, the nonrefundable deposit % required may be higher than in the above terms as suppliers may require larger payments upfront. Your Tour Account Manager will advise if this is needed for your booking.

Prices are valid for payment by credit card (Visa or Mastercard) or bank deposit.  Explore Bosnia – Istraži Bosnu is not responsible for bank fees that have not been taken into account, or loss due to the exchange rate. Any shortfall of payment due to exchange rate or bank fees is the responsibility of the tour guest or group. Final documents will not be issued until full payment is made and cleared funds are received.

You may be required to pay for any non-transferable and non-refundable items such as National Park entrance fees and Permits, and in some cases for accommodation and services at peak times of travel or where accommodation and spaces are limited. You will be advised of all such charges due at the time of booking and before your booking is confirmed. You may also be required to pay for any non-transferable and non-refundable items, such as special airfares, tickets or entry permits, and any other applicable supplements due, at the time of booking and they may be non-refundable in the event of cancellation.

Adequate and valid travel insurance for your chosen itinerary is strongly recommended for all travelers. We recommend you take out insurance as soon as your booking is confirmed.

If you choose not to take adequate and valid travel insurance you are responsible for the entire cost and for the entire duration of the tour in respect of at least medical expenses, injury, death, repatriation, cancellation, and curtailment and any exclusion clauses that limit cover for the type of activities included, or the altitudes attained, in your tour. Explore Bosnia – Istraži Bosnu will not be responsible for costs you may incur as a result of not having valid or adequate travel insurance. It is the responsibility of all our clients to declare any material facts including known medical conditions to their insurers, as failure to do so may result in a claim being reduced or declined.

We strongly recommend that you make no travel arrangements to your point of departure, make any connecting travel that is non-refundable or non-changeable or incurs penalties or incur any costs in respect of visas or vaccinations until such time as your travel itinerary has been confirmed and is showing as “Guaranteed” on your invoice. If you make such arrangements that you are then unable to use due to a change in your itinerary, we shall not be liable to you for the cost of those arrangements.

  1. Cancellations and refund

If you wish to cancel or amend all or part of your booking you should advise us by email at the following address info@explore-bosnia.com as soon as possible. A cancellation or amendment is effective only when received in writing by the company from the person that has signed this document and confirmed the booking.

For more information on cancellations and refund, please visit our Refund policy page https://explore-bosnia.com//Refund policy


  1. If You Change Your Booking

If, after our Booking Confirmation has been issued, you wish to change your travel arrangements in any way, for example, your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from the lead name or your travel agent. You will be asked to pay an administration charge of 30 EUR, and any further cost we incur in making this alteration (including those charged by third-party suppliers who provide the component parts of your booking).  You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Note: Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.

You can transfer your booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing at least 7 days before departure provided that the new lead passenger accepts the transfer and these booking conditions. Both you and the new traveler are responsible for paying all the costs we incur in making the transfer. Please bear in mind that certain airlines and other transport providers treat changes as a cancellation and charge accordingly, up to 100% of the cost for that part of the arrangement. Where applicable these charges will be passed on to you.

  1. If We Cancel Your Booking

We reserve the right to cancel your booking. We will not cancel less than 4 weeks before your departure date, except for unavoidable and extraordinary circumstances (as defined in clause 3), or failure by you to pay the deposit and/or final balance, or because the minimum number required for the package to go ahead has not been reached. The minimum number required will be provided to you in the Trip Notes.  If the minimum number had been reached but we experience late cancellations by other clients which means that the minimum number is no longer met, we reserve the right to cancel a tour 20 days before the start of the package.

If your holiday is canceled, you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value).

  1. If We Change Your Booking

(a) Changes to the price

We can change your holiday price after you have booked, only in certain circumstances:

Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes, or embarkation or disembarkation fees at ports and airports, or exchange rates mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure.

We will absorb, and you will not be charged for, any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that. If this results in an increase equivalent to more than 8% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or canceling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel: 1) you must do so within the time period shown on your final invoice 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy.

Should the price of your holiday go down due to the cost changes mentioned above, then any refund due will be paid to you. We will deduct from this refund our administrative expenses incurred. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

(b) Changes other than the price

It is a term of your booking that we are able to make changes to any aspect of your booking. If the change is insignificant, we will ensure that you are notified about it. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, changes of accommodation to another of the same or higher standard, and changes of carriers.

If we are forced by circumstances beyond our control to significantly alter any of the main characteristics of the travel services that make up your package you will have the rights set out below.

  1. We will contact you and you will have the choice of accepting the change or having a refund of all monies paid. You can also accept an alternative holiday, where we offer one (we will refund any price difference if the alternative is of a lower value). We will tell you the procedure for making your choice. Please read any notification of changes carefully and respond promptly as if you do not respond to us within the timescale given your booking may be canceled.
  2. If you choose to accept a refund:
  1. we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
  2. we will pay compensation as detailed below except where the significant change is due to unavoidable and extraordinary circumstances (as defined in clause 3).  Where notified before the balance date, no compensation will be paid.
  1. Our Liability to You

You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. If any of the travel services included in your package are not performed in accordance with these booking conditions or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to (i) you or another member of your party; and/or (ii) a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; and/or (iii) unavoidable and extraordinary circumstances (as defined in clause 3); and/or (iv) (iv) if you or another member of your party is found to have put themselves at risk, been negligent, been under the influence of alcohol or any other substances or behaved in a reckless manner; and/or (v) The criminal acts of suppliers and/or their employees, sub-contractors or agents.

Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of two times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to the following:

  1. You agree that any transport company’s (or other supplier’s) own ‘Conditions of Carriage’ will apply to you on any journey by road, rail, sea, or air. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those ‘Conditions of Carriage’. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey. The airline’s terms and conditions are available on request. We will tell you the identity of the air carrier when you book with us and if it is not known at that time or subsequently changes, we will inform you as soon as possible and no later than at check-in for your flight; and
  2. Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions.
  1. Adventure Travel WarningWe may operate trips in regions where standards of accommodation, transport, safety, hygiene, medical facilities, and other infrastructure may, at times, be lower than those you normally expect. Your booking is accepted on the understanding that you realize the hazards involved in this kind of holiday, including injury, disease, loss or damage to property, inconvenience, and discomfort. The whole philosophy of this type of travel is one that allows alternatives and a substantial degree of on-trip flexibility. The outline itineraries given for each holiday must therefore be taken as an indication of what each group should accomplish, and not as a contractual obligation on our part. Changes in itinerary may be caused by local political conditions, flight cancellations, mechanical breakdown, weather, border restrictions, sickness, or other unforeseeable circumstances. Pro-rata refunds will be given for services not utilized wherever possible.  Please note that the timings of air, sea, road, or rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions, or failure of passengers to check in on time.

If you are joining a guided holiday locally (i.e. not starting with the group from somewhere else) our responsibility does not commence until the appointed time, we shall not be responsible for any additional expenses incurred by you to meet up with the group. If the group arrival is delayed at the local joining point we will provide you with the same room and board basis as will be provided to the group. If the delay is for more than 24 hours, we will provide you with the same services and itinerary that were detailed on your confirmation to enable you to continue with your holiday, although you may, at your discretion, remain at the local joining point for the arrival of the group.

Please be assured that our service providers will always do their utmost to ensure your safety and well-being when on tour. On certain tours on which our local service providers will on day 1 of the tour ask you to sign an ‘Acceptance of Risk’ form prior to accepting your participation on the tour. Where this is the case details are outlined in the Trip Notes and you may request a copy of the applicable form by contacting us.

Standards of, for example, safety, hygiene, and quality vary throughout the transport and destinations that your holiday may involve. Sometimes these standards will be lower than those which would be expected in the Europe or USA. The suppliers of the services and facilities included in your holiday should comply with the local standards where they are provided.

Note: this entire clause does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday for which liability rests with the excursion provider and not us.

  1. Complaints and Assistance

If you have a complaint about any of the services included in your holiday and/or need assistance whilst away, you must inform our local office or your Tour Leader and email our Customer Services team using info@explore-bosnia.com without undue delay who will endeavor to put things right.

  1. Additional Assistance 

If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur if the difficulty is your fault.

  1. Passport, Visa, Health, Travel and Immigration Requirements

Your specific passport and visa requirements and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, or immigration requirements.

Please note that for some trips we need to request special permits, and as such we will require your passport details prior to accepting your booking. Furthermore, if you renew your passport after you have booked, you may be required to take your old passport with you to maintain the validity of the permit.

We are able to advise on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least 2 months prior to travel for the latest health requirements, recommendations for your destination, and any costs. You should check this information at least 2 months before departure and again within 14 days of travel. Where you do not do so and either are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements. Clients with existing medical problems, pregnant women, and anyone who has recently visited other countries should check requirements with their general practitioner.

It is your responsibility to acquaint yourself with the travel advice provided by these government bodies. For more information, please visit our Travel Safety Advice page https://explore-bosnia.com//travel-safety-advice.

Laws and customs of the country/ies you visit can be quite different to those in the Bosnia and Herzegovina. Be aware of your actions to ensure that they do not offend, especially if you intend to visit religious areas. There may be serious penalties for doing something that might not be illegal in Bosnia and Herzegovina. It is your responsibility to familiarize yourself with and respect local laws and customs, and you are strongly advised to check with the appropriate embassy, consulate or Bosnia and Herzegovina Office for further information regarding local laws and customs of the country/ies you plan to visit.

  1. Conduct

We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behavior is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveler or our staff or agents in the Bosnia and Hercegovina or resort in any risk or danger, on the telephone, in writing or in person.
On an active group holiday, it is necessary that you abide by the authority of the leader, who represents the Company. If you commit any illegal act when on the holiday or if in our reasonable opinion or the reasonable opinion of the leader or another person in authority, your behavior is disruptive, threatening, or abusive, causes unnecessary inconvenience, impacts other clients’ enjoyment of the holiday or is causing or likely to cause damage to property, danger, distress or upset, disturbance or annoyance to others or puts any other traveler or our staff in any risk or danger, on the telephone, in writing or in person, we may terminate your travel arrangements without any liability on our part.

By confirming your booking, you accept that the Company’s tour leaders have the authority to prevent you from participating in any part of a tour should they have concerns about (a) your ability to safely partake in an activity or (b) your physical ability to complete an activity in the required timescale. In the event the leader deems such a decision is necessary, we will reasonably endeavor to make alternative arrangements, but we will not be liable to provide any refunds for missed activities and you may be liable for additional costs incurred.

As a result of your behavior during any stage of your holiday including on an aircraft, transfer, in any accommodation, cruise or excursion, we reserve the right to make a claim against you for any damages, costs, and expenses (including legal expenses) incurred as a result, including but not limited to (i) cleaning, repairing or replacing property lost, damaged or destroyed by you, (ii) compensating any passenger, crew, staff or agent affected by your actions and (iii) diverting the aircraft or cruise for the purpose of removing you. Criminal proceedings may also be instigated.

For the purposes of this section refers to “you” or “your” and includes any other person in your party.

  1. Data Protection

We will use and process your data in accordance with our privacy policy which can be found here https://explore-bosnia.com/privacy-policy

  1. Excursions

Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

  1. Travel Agents

All monies you pay to the travel agent for the flight-inclusive product are held by him on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agent’s obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us. When you buy a holiday, not including a flight, all monies you pay to the travel agent are held by him on our behalf at all times.

  1. Trip Notes

If we issue detailed Trip Notes for your booking, these Trip Notes and all the information contained therein will be deemed to be part of the contract.  Trip Notes are available from our website and contain up-to-date definitive information about the itinerary and travel arrangements. Should there be a discrepancy between the information in the brochure or website and the Trip Notes, the information in the Trip Notes supersedes that in the brochure or on the website and will be considered the most up-to-date and accurate.

  1. Law and jurisdiction

This booking is governed by Bosnia and Herzegovina Tourism Law.

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